Capacity Rules - Eservices

[singhisking]

Hello SMEs, I am working on deploying Chat at client site. Use case is if customer logged into web and then initiate the chat, it will be a secured chat . If customer on public page and initiate  chat then it will be a Unsecured chat.

On agent side ,client request to have capacity sure of  3 Unsecured chat allowed same time and only 1 Secure chat.

How can define such rule for same agent, an agent can answer 3 unsecured chat max or if he on unsecured must not received secured chat.,

if agent on secure chat then no unsecured or secured chat must land. Only 1 secured chat allowed at any given time.

Any suggestions ? How to manage this from  capacity rules or write a strategy ?

[Kubig]

From my point of view, the best way is through the capacity rules. If you create new MediaType for secured chat - for example "secure-chat" - you use them later within capacity rules editor and manage your needs. I have not tested this scenario exactly, but in general, it has to work